Customer assistance system

ABSTRACT

In accordance with embodiments of the present disclosure, an apparatus may include a network interface configured to receive data from and communicate data to a remote electronic device and a processor coupled to the network interface. The processor may be configured to receive, via a user interface at the remote electronic device and the network interface, credentials for identifying a customer, and to display to the user interface a notification that the customer owes a past-due amount on at least one loan account. The processor may also be configured to display to the user interface a plurality of options regarding the account. The processor may further be configured to receive via the user interface and the network interface, a selected option from the plurality of options.

TECHNICAL FIELD

The present invention relates generally to management of customeraccounts, and more particularly to a system for providing assistance tocustomers of an enterprise.

BACKGROUND

Financial institutions often issue loans to their customers in the formof mortgages, installment loans, credit lines, credit card accounts, andother accounts whereby a customer incurs a debt in favor of thefinancial institution. Oftentimes, and for various reasons, a customerdebtor of a financial institution may fail to repay the loan debt inaccordance with the terms and conditions of the loan (e.g., by failingto make payments when due or other default). Occurrence of such adefault may be indicative of a customer's inability or difficulty inmeeting loan obligations, and thus may present financial risk to thefinancial institution in the event the customer is unable to satisfy theoutstanding loan balance. To mitigate this risk, representatives of afinancial institution may manually contact a delinquent customer (e.g.,via telephone, letter, e-mail, etc.) to offer assistance to the customerin paying all or part of past-due balances or installments of a loanaccount. In some instances, a customer may also initiate contact withthe financial institution to seek such assistance. Such assistance maybe an offer for credit counseling, an offer for an alternative paymentplan for the loan, or other suitable assistance. However, for financialinstitutions with numerous delinquent customers, such manual contact tooffer assistance may be difficult and/or costly.

SUMMARY

In accordance with the present disclosure, the disadvantages andproblems associated with prior systems and methods for providingcustomer assistance to delinquent loan customers of a financialinstitution have been substantially reduced or eliminated.

In accordance with embodiments of the present disclosure, an apparatusmay include a network interface configured receive data from andcommunicate data to a remote electronic device and a processor coupledto the network interface. The processor may be configured to receive,via a user interface at the remote electronic device and the networkinterface, credentials for identifying a customer. The processor may befurther configured to display to the user interface a notification thatthe customer owes a past-due amount on at least one loan account. Theprocessor may also be configured to display to the user interface aplurality of options regarding the account, the plurality of optionsincluding an option to presently pay at least a portion of the past-dueamount, an option to make a promise to pay by a date certain in thefuture, and an option indicating that the customer is unwilling to makea payment on the account. The processor may further be configured toreceive via the user interface and the network interface, a selectedoption from the plurality of options.

Technical advantages of the present invention may be readily apparent toone skilled in the art from the figures, description and claims includedherein.

BRIEF DESCRIPTION OF THE DRAWINGS

For a more complete understanding of the present invention and itsadvantages, reference is now made to the following description taken inconjunction with the accompanying drawings, in which:

FIG. 1 illustrates a customer assistance management system in accordancewith particular embodiments of the present disclosure;

FIGS. 2A-2D illustrate a flow chart illustrating an example method ofproviding customer assistance via a customer assistance managementsystem, in accordance with particular embodiments of the presentdisclosure; and

FIGS. 3A-3F illustrate user interface screens that may be displayed to acustomer interfacing with a customer assistance manager in accordancewith particular embodiments of the present disclosure.

DETAILED DESCRIPTION

FIG. 1 illustrates a customer assistance management system 10 inaccordance with particular embodiments of the present disclosure. System10 may include one or more customers 20 and customer assistance manager50. Customers 20 and customer assistance manager 50 may becommunicatively coupled by network 60. System 10 is generally operableto provide automated customer assistance to customers 20. To providesuch customer assistance, customer assistance manager 50 may communicateand interact with a customer 20, as described in greater detail below.

Customers 20 (which may collectively be referred to as “customers 20” orindividually as “customer 20”) may represent any person and/or devicethat may submit information to and/or receive information from customerassistance manager 50 via network 60, for example a request forassistance, an offer for assistance, customer demographic information, arequest for customer demographic information, etc. A customer 20 maycommunicate with customer assistance manager 50 via a computer, smartphone, telephone or other electronic device interfaced to network 60.For example, customer 20 may interface with customer assistance manager50 via a web browser displaying the financial institution's website andconfigured to interact with customer assistance manager 50.

Customer assistance manager 50 may be configured to generate a displayto and/or request information from customers 20 to facilitate offers andacceptance of customer assistance, including repayment plans, promisesto pay, credit counseling, or other customer assistance, as described ingreater detail below with respect to FIGS. 2A-3E. For example, if acustomer 20 desires to submit a request and/or information related to acustomer account, customer assistance manager 50 may generate a display(e.g., an electronic interview form on a display device of a computer)to customer 20 wherein such display indicates information to be providedas part of the request. Such generated display may be based on, amongother things, customer information 66 residing on customer assistancemanager 50. As an example, customer information 66 may be utilized suchthat customer assistance manager 50 may pre-populate information to bedisplayed to customer 20 (e.g., customer name, address, social securitynumber and/or other profile- or account-level information may bepre-populated in an electronic form) such that the information need notbe re-entered and/or such that the information may be verified bycustomer 20.

Customer assistance manager 50 may include any suitable combination ofhardware and/or software implemented in one or more modules to providethe described functions and operations. In some embodiments, customerassistance manager 50 may comprise a general-purpose personal computer(PC), a Macintosh, a workstation, a Unix-based computer, a servercomputer, or any suitable processing device. In some embodiments, thefunctions and operations described above may be performed by a pool ofmultiple workflow managers 50. Customer assistance manager 50 mayinclude processor 52, memory 54, logic 56, and network interface 58.Customer assistance manager 50 may also include imaging and indexingsoftware, as well as connections to external imaging devices, printersor fax machines.

Memory 54 comprises any suitable arrangement of random access memory(RAM), read only memory (ROM), magnetic computer disk, CD-ROM, or othermagnetic or optical storage media, or any other volatile or non-volatilememory devices that store one or more files, lists, tables, or otherarrangements of information such as customer information 66. AlthoughFIG. 1 illustrates memory 54 as internal to customer assistance manager50, it is understood that memory 54 may be internal or external toworkflow manger 50, depending on particular implementations. Memory 54may be separate from or integral to other memory devices to achieve anysuitable arrangement of memory devices for use in system 10.

Memory 54 is further operable to store logic 56. Logic 56 may generallycomprise rules, algorithms, code, tables, and/or other suitableinstructions for performing the functionality of customer assistancemanager 50. For example, logic 56 may comprise instructions fordisplaying information related to a customer account and/or facilitatingrequests, offers, and/or acceptances of customer assistance offers tocustomers 20.

Memory 54 may be communicatively coupled to processor 52. Processor 52may be generally operable to execute logic 56 to perform thefunctionality of customer assistance manager 50. Processor 52 maycomprise any suitable combination of hardware and software implementedin one or more modules to provide the described function or operation.

Network interface 58 may communicate information with network 60.Network interface 58 may represent any port or connection, real orvirtual, including any suitable hardware and/or software that enablescustomer assistance manager 50 to exchange information with network 60,customers 20, and/or or other components of system 10.

Network 60 may represent any number and combination of wireline and/orwireless networks suitable for data transmission. Customers 20 andcustomer assistance manager 50 may be communicatively coupled via one ormore networks 60. Network 60 may, for example, communicate internetprotocol packets, frame relay frames, asynchronous transfer mode cells,and/or other suitable information between network addresses. Network 60may include one or more intranets, local area networks, metropolitanarea networks, wide area networks, cellular networks, all or a portionof the Internet, and/or any other communication system or systems at oneor more locations.

FIGS. 2A-2D illustrate a flow chart illustrating an example method ofproviding customer assistance via a customer assistance managementsystem (e.g., customer assistance management system 10), in accordancewith particular embodiments of the present disclosure. As noted above,teachings of the present disclosure may be implemented in a variety ofconfigurations of system 10. As such, the preferred initialization pointfor method 200 and the order of the steps 202-248 comprising method 200may depend on the implementation chosen.

At step 202, a customer 20 may access customer assistance manager 50(e.g., via a financial institution website) and customer assistancemanager 50 may provide an electronic form for customer 20 to enter logincredentials. Customer 20 may enter information into such electronic formto login to customer assistance manager 50.

At step 204, customer assistance manager 50 may determine if byreference to customer information 66 whether customer 20 is past due onany loan accounts that customer 20 and a financial institution haveestablished. If no past due accounts are present, method 200 may proceedto step 248, where the financial institution website may be presented toa customer in “standard” or “normal” fashion. Otherwise, if one or morepast due accounts are present, method 200 may proceed to step 206, atwhich customer assistance manager 50 may initiate a customer assistanceroutine for providing customer 20 with assistance in paying down orpaying off past-due amounts or delinquent accounts, credit counseling,and/or other assistance. Alternatively, in some embodiments, customerassistance manager 50 may only initiate a customer assistance routinefor certain customers in response to determining a past due accountexists. For example, the customer assistance routine may not beinitiated for past-due customers who have multiple accounts and/oraccounts other than loan accounts with the financial institution, butmay be initiated for those customers having a single account with thefinancial institution and/or having only loan accounts with thefinancial institution.

At step 206, customer assistance manager 50 may, as shown in FIG. 3A,notify customer 20 of past due status, and display to customer 20 aplurality of options with respect to past due accounts, includingoptions to “pay now,” “make a promise to pay,” or that customer 20 isunable to make a payment. By choosing to “pay now,” customer 20 mayindicate a willingness (e.g., desire and/or financial ability) topresently pay the full past due amount on the account. By choosing “makea promise to pay,” customer 20 may indicate a willingness (e.g., desireand/or financial ability) to pay the full past due amount on the accountby a particular date in the future. By choosing that the customer isunable to make a payment, customer 20 may indicate unwillingness (e.g.,lack of desire and/or financial ability) of the customer to make apayment on the account either presently or in the near future.

At step 208, customer assistance manager 50 may determine if customer 20has chosen an option to “pay now.” If customer 20 has not chosen theoption to “pay now,” method 200 may proceed to step 212. Otherwise, ifcustomer 20 has chosen the option to “pay now,” method 200 may proceedto step 209. At step 209, customer assistance manager 50 may, as shownin FIG. 3B, query customer 20 whether customer 20 is willing to pay thepast due amount. Also as shown in FIG. 3B, customer assistance manager50 may query customer 20 whether customer 20 is able to make minimumpayments going forward. At step 210, customer assistance manager 50 maydetermine the response of customer 20 to the query. If customer 20indicates that the customer is willing to pay the past due amount and/oris able to make minimum payments going forward, method 200 may proceedto step 211 where customer 20 may make the past-due payment. Otherwise,if customer 20 indicates that the customer is not willing to pay thepast due amount and/or is unable to make minimum payments going forward,method 200 may proceed to step 218.

At step 211, customer 20 may be provided interface screens and/orelectronic forms for making a payment for a past due amount or otheramount. After completion of step 211, method 200 may proceed to step248, where the financial institution website may be presented to acustomer in “standard” or “normal” fashion. Alternatively, if customer20 has other past due accounts, method 200 may proceed again to step206.

At step 212, customer assistance manager may determine if customer 20has chosen an option to “make a promise to pay.” If a customer 20 hasnot chosen the option to “make a promise to pay,” method 200 may proceedto step 224. Otherwise, if customer 20 has chosen the option to “make apromise to pay,” method 200 may proceed to step 214.

At step 214, customer assistance manager 50 may, as shown in FIG. 3B,query customer 20 whether customer 20 is willing to pay the past dueamount or outstanding account balance. Also as shown in FIG. 3B,customer assistance manager 50 may query customer 20 whether customer 20is able to make minimum payments going forward. At step 216, customerassistance manager 50 may determine the response of customer 20 to thequery. If customer 20 indicates that the customer is willing to pay thepast due amount and/or is able to make minimum payments going forward,method 200 may proceed to step 220 where customer 20 may make a promiseto pay at least a portion of the past-due amount by a date certain.Otherwise, if customer 20 indicates that the customer is not willing topay the past due amount and/or is unable to make minimum payments goingforward, method 200 may proceed to step 218.

At step 218, customer assistance manager 50 may determine, based oncustomer information 66, whether customer 20 is potentially eligible toapply for a reduced settlement program. Customer assistance manager 50may determine whether customer 20 is eligible to apply for a reducedsettlement program based on any suitable criteria, including, withoutlimitation, credit score, employment history, income, expenses, creditrisk, ability to pay, etc. In some embodiments, the determination may bemade by customer assistance manager 50 based on customer information 66known at log on (e.g., without querying customer for additional customerinformation). If customer 20 is eligible to apply, method 200 mayproceed to step 228 in which method 200 may execute a reduced settlementroutine. Otherwise, method 200 may proceed to step 219 where customerassistance manager 50 may determine if customer 20 is eligible for a fixpayment program.

At step 219 customer assistance manager 50 may determine, based oncustomer information 66, whether customer 20 is potentially eligible toapply for a fix payment program whereby a customer may pay off the fulloutstanding loan balance or past due amount in accordance with a fixpayment plan with payment terms different from the existing loan terms.Customer assistance manager 50 may determine whether customer 20 iseligible to apply for a fix payment program based on any suitablecriteria, including, without limitation, credit score, employmenthistory, income, expenses, credit risk, ability to pay, etc. In someembodiments, the determination may be made by customer assistancemanager 50 based on customer information 66 known at log on (e.g.,without querying customer for additional customer information). Ifcustomer 20 is eligible to apply, method 200 may proceed to step 250 inwhich method 200 may execute a fix payment program routine. Otherwise,method 200 may proceed to step 220 where customer 20 may make a promiseto pay at least a portion of the past-due amount by a date certain.

At step 220, customer assistance manager 50 may, as shown in FIG. 3C,provide an electronic form for customer 20 to enter a promise to pay atleast a portion of the past-due amount by a date certain. For example,the electronic form may permit customer 20 to choose from a promise topay the outstanding account balance, the past-due amount, or anotheramount. If customer 20 chooses to pay another amount, the electronicform presented by customer assistance manager 50 may provide a textfield for customer 20 to enter an amount of payment. The electronic formmay also include a text field for entering a date for payment. In someembodiments, customer assistance manager 50 may limit the range of datesthat may be entered into the date text field (e.g., limit to a date notmore than a month in the future).

At step 222, customer assistance manager 50 may determine whethercustomer 20 has scheduled a payment (e.g., by determining whethercustomer 20 clicked on “Submit” in FIG. 3C after entering a valid dateand payment amount or whether customer 20 clicked on “Cancel”). Ifcustomer 20 declines to schedule a promise to pay, method 200 mayproceed again to step 206, where customer assistance manager may againnotify customer 20 of past due status, and display to customer 20 aplurality of options with respect to past due accounts. Otherwise, ifcustomer 20 schedules a promise to pay, method 200 may proceed to step248, where the financial institution website may be presented to acustomer in “standard” or “normal” fashion. Alternatively, in someembodiments, customer assistance manager 50 may redirect customer 20 toan electronic form for making a payment (e.g., similar to step 210). Asanother alternative, if customer 20 has other past due accounts, method200 may proceed again to step 206. In any case, when customer 20successfully schedules a promise to pay customer assistance manager 50may update customer information 66 to include customer 20′s promise topay. In some embodiments, the submitted promise to pay may form alegally binding agreement (e.g., the financial institution may agree toallow the loan account to remain open if payment is received inaccordance with the promise to pay). In other embodiments, the submittedpromise to pay may form no legally binding agreement (e.g., the promiseto pay is a mere goal established by customer 20 for which the financialinstitution may send reminders via email, traditional mail, phone calls,and/or other means of communication with the purpose of receivingpayment for the past due account). In these and other embodiments,customer assistance manager 50 may interface with other systems used toaid collection of delinquent accounts in order to improve of otherwiseaffect operability of such other systems (e.g., a system used to aid incollection may list a task to contact a customer about a past-due debt,but in response to a customer's promise to pay, the system may removethe task to call the customer regarding the debt). In these and otherembodiments, a customer 20 may be presented with an option to printinformation regarding the customer's promise to pay.

At step 224, customer assistance manager may determine if customer 20has chosen an option indicating that customer 20 is unwilling (e.g.,lack of desire of ability) to make a payment of the past-due amount. Ifa customer 20 has not chosen the option indicating that customer 20 isunwilling to make a payment, method 200 may proceed again to step 206(e.g., the loop of steps 206, 208, 212, and 224 may repeat untilcustomer 20 makes selection of an option). Otherwise, if customer 20 haschosen the option indicating that customer 20 is unwilling to make apayment, method 200 may proceed to step 226.

At step 226, customer assistance manager 50 may determine, based oncustomer information 66, whether customer 20 is eligible to apply for areduced settlement offer. Customer assistance manager 50 may determinewhether customer 20 is eligible to apply for a reduced settlement offerbased on any suitable criteria, including, without limitation, creditscore, employment history, income, expenses, credit risk, ability topay, etc. In some embodiments, the determination may be made by customerassistance manager 50 based on customer information 66 known at log on(e.g., without querying customer for additional customer information).In some embodiments, step 226 may be similar or identical to step 218.If customer 20 is eligible, method 200 may proceed to step 228 in whichmethod 200 may execute a reduced settlement routine. Otherwise, method200 may proceed to step 227 where customer assistance manager 50 maydetermine if customer 20 is eligible for a fix payment program.

At step 227 customer assistance manager 50 may determine, based oncustomer information 66, whether customer 20 is potentially eligible toapply for a fix payment program whereby a customer may pay off the fulloutstanding loan balance or past due amount in accordance with a fixpayment plan with payment terms different from the existing loan terms.Customer assistance manager 50 may determine whether customer 20 iseligible to apply for a fix payment program based on any suitablecriteria, including, without limitation, credit score, employmenthistory, income, expenses, credit risk, ability to pay, etc. In someembodiments, the determination may be made by customer assistancemanager 50 based on customer information 66 known at log an (e.g.,without querying customer for additional customer information). In someembodiments, step 227 may be similar or identical to step 219. Ifcustomer 20 is eligible to apply, method 200 may proceed to step 252 inwhich method 200 may execute a fix payment program routine. Otherwise,method 200 may proceed to step 240 where customer 20 may be offeredcredit counseling and/or credit protection.

At step 228, in response to a determination that customer 20 is eligiblefor a reduced settlement, customer assistance manager 50 may present anelectronic form to customer 20 wherein customer 20 may input requesteddata about the customer. Such information may include, withoutlimitation, information regarding customer's credit score, employmenthistory, income, expenses, credit risk, ability to pay, etc.

At step 229, after collection application data, customer assistancemanager 50 may, as shown in FIG. 3D, display terms and conditions for areduced settlement program to customer 20. A reduced settlement programmay comprise a proposed agreement wherein a financial institution offersto settle an outstanding balance of a loan for an amount less than theoutstanding balance. The terms and conditions may set forth contractualagreement terms that govern the settlement program. The reducedsettlement amount may be a part of the terms and conditions and may becalculated by customer assistance manager 50 based on any suitablecriteria, including without limitation the present account balance,credit risk, charge-off risk, payment history, and/or other factors. Inaddition, customer assistance manager 50 may, as shown in FIG. 3D,display one or more payment installment program options to customer 20,to allow customer 20 to select from among a number of differentinstallments in which to pay the settlement amount. For example, asdepicted in FIG. 3D, customer 20 may select between one, two, or threeinstallments in which to pay the settlement amount. Customer assistancemanager 50 may determine the number of installment payment options to bedisplayed based on any suitable criteria, including without limitationregulatory requirements. The electronic from displayed in FIG. 3D mayalso include text entry boxes allowing customer 20 to select installmentdue dates. In some embodiments, customer assistance manager 50 may limitthe range of dates that may be entered into the date text fields (e.g.,limit the first payment to a date not more than a month in the future,and limit to no less frequent than monthly installments).

At step 232, customer assistance manager 50 may determine if customer 20has accepted a settlement offer (e.g., by determining whether customer20 clicked on “Continue to Accept Settlement” in FIG. 3D after enteringvalid dates for installment payments or whether customer 20 clicked on“Decline Settlement”). If customer 20 has accepted the settlement offer,method 200 may proceed to step 234. Otherwise, if customer 20 hasdeclined the settlement offer, method 200 may proceed again to step 206.As shown in FIG. 3D, in some embodiments customer 20 may be presentedwith an option to defer acceptance or non-acceptance of the terms andconditions of the reduced settlement offer (e.g., “Remind Me Later”). Inresponse to selection of this third option, customer assistance manager50 may be configured to remind customer 20 at a later date (e.g.,subsequent login) regarding the availability of the reduced settlementprogram.

At step 234, customer assistance manager 50 may, as shown in FIG. 5E,display a reduced settlement agreement to customer 20, the reducedsettlement agreement setting forth contractual terms for the reducedsettlement program. Customer 20 may assent to the reduced settlementagreement by indicating agreement (e.g., by clicking “Agree”) or mayindicate that customer 20 does not agree (e.g., by clicking on “I don'tagree”).

At step 236, customer assistance manager 50 may determine if customer 20has assented to the reduced settlement agreement. If customer 20 hasassented to the reduced settlement agreement, method 200 may proceed tostep 238. Otherwise, if customer 20 has not assented, method 200 mayproceed again to step 229.

At step 238, customer assistance manager 50 may update customerinformation 66 regarding the reduced settlement agreement. The reducedsettlement agreement may be a legally binding agreement whereby aparticular amount of the outstanding balance of a loan account may beforgiven provided customer 20 satisfies the various terms of the reducedsettlement agreement. After completion of step 238, method 200 mayproceed to step 248, where the financial institution website may bepresented to a customer in “standard” or “normal” fashion.Alternatively, if customer 20 has other past due accounts, method 200may proceed again to step 206.

At step 240, in response to a determination that customer 20 is noteligible for a reduced settlement, customer assistance manager 50 maydetermine if customer 20 is eligible for credit counseling services. Adetermination regarding whether customer 20 is eligible for creditcounseling may be based on any suitable criteria, including withoutlimitation debt/income ratio, other loan balances with the financialinstitution and/or other creditors, etc. If customer assistance manager50 determines customer 20 is not eligible for credit counseling, method200 may proceed to step 262, where the customer's eligibility for creditprotection may be determined. Otherwise, if customer 20 is eligible forcredit counseling, method 200 may proceed to step 242.

At step 242, customer assistance manager 50 may display terms andconditions related to credit counseling for customer 20. Such displaymay be similar that that shown in FIG. 3E for a reduced settlementagreement. Customer 20 may assent to the credit counseling terms andconditions by indicating agreement (e.g., by clicking “Agree”) or mayindicate that customer 20 does not agree (e.g., by clicking on “I don'tagree”). In some embodiments, customer 20 may also be given an option todefer agreement or non-agreement (e.g., “Remind Me Later”). If such adeferment option is chosen, customer assistance manager 50 may beconfigured to remind customer 20 of the availability of creditcounseling at a later date (e.g., subsequent logon).

At step 244, customer assistance manager 50 may determine if customer 20has assented to the credit counseling terms and conditions. If customer20 has assented to the terms and conditions, method 200 may proceed tostep 246. Otherwise, if customer 20 has not assented, method 200 mayproceed again to step 206.

At step 246, in response to assent by customer 20 to the creditcounseling terms and conditions, customer assistance manager 50 mayredirect customer 20 to credit counseling services (e.g., a website of athird-party provider of credit counseling, or one or more phone numbersfor credit counseling services). After completion of step 246, method200 may proceed to step 248.

At step 248, the financial institution website displayed to customer 20may operate in its “normal” or “standard” manner.

At step 250, in response to a determination that customer 20 is eligiblefor a fix payment program, customer assistance manager 50 may present anelectronic form to customer 20 wherein customer 20 may input requesteddata about the customer. Such information may include, withoutlimitation, information regarding customer's credit score, employmenthistory, income, expenses, credit risk, ability to pay, etc.

At step 252, after collection application data, customer assistancemanager 50 may, as shown in FIG. 3F, display terms and conditions for afix payment program to customer 20. A fix payment program may comprise aproposed agreement wherein a financial institution offers to settle anoutstanding balance of a loan on different terms and conditions thanthose presently application to the loan, but without reducing thethen-present account balance. For example, the fix payment program mayresult in a decrease in an applicable annual percentage rate for theaccount, thus reducing customer payments in accordance with theoutstanding balance. The terms and conditions may set forth contractualagreement terms that govern the settlement program. The terms andconditions of the fix payment program and may be calculated by customerassistance manager 50 based on any suitable criteria, including withoutlimitation the present account balance, credit risk, charge-off risk,payment history, and/or other factors. In addition, customer assistancemanager 50 may, as shown in FIG. 3F, display one or more text entryboxes allowing customer 20 to select installment due dates. In someembodiments, customer assistance manager 50 may limit the range of datesthat may be entered into the date text fields (e.g., limit the firstpayment to a date not more than a month in the future).

At step 254, customer assistance manager 50 may determine if customer 20has accepted a settlement offer (e.g., by determining whether customer20 clicked on “Proceed to Accept Program” in FIG. 3F after enteringvalid dates for installment payments or whether customer 20 clicked on“Decline Program”). If customer 20 has accepted the fix payment program,method 200 may proceed to step 258. Otherwise, if customer 20 hasdeclined the settlement offer, method 200 may proceed again to step 206.As shown in FIG. 3F, in some embodiments customer 20 may be presentedwith an option to defer acceptance or non-acceptance of the terms andconditions of the fix payment program (e.g., “Remind Me Later”). Inresponse to selection of this third option, customer assistance manager50 may be configured to remind customer 20 at a later date (e.g.,subsequent login) regarding the availability of the fix payment program.

At step 256, customer assistance manager 50 may, display a fix paymentprogram agreement to customer 20, the fix payment program agreementsetting forth contractual terms for the fix payment program. The fixpayment program agreement displayed may be similar to that shown in FIG.5E. Customer 20 may assent to the reduced settlement agreement byindicating agreement (e.g., by clicking “Agree”) or may indicate thatcustomer 20 does not agree (e.g., by clicking on “I don't agree”).

At step 258, customer assistance manager 50 may determine if customer 20has assented to the fix payment program agreement. If customer 20 hasassented to the fix payment program agreement, method 200 may proceed tostep 260. Otherwise, if customer 20 has not assented, method 200 mayproceed again to step 252.

At step 260, customer assistance manager 50 may update customerinformation 66 regarding the fix payment program agreement. The fixpayment program agreement may be a legally binding agreement whereby theexisting loan account may be modified or replaced by the terms andconditions of the fix payment program agreement provided customer 20satisfies the various terms of the reduced settlement agreement. Aftercompletion of step 260, method 200 may proceed to step 248, where thefinancial institution website may be presented to a customer in“standard” or “normal” fashion. Alternatively, if customer 20 has otherpast due accounts, method 200 may proceed again to step 206.

At step 262, in response to a determination that customer 20 is noteligible for credit counseling, customer assistance manager 50 maydetermine if customer 20 is eligible for credit protection. Adetermination regarding whether customer 20 is eligible for creditprotection may be based on any suitable criteria, including withoutlimitation whether customer 20 has enrolled for credit protectionbenefits and/or whether customer 20 meets the guidelines for acceptingbenefits under the a credit protection program (e.g., loss of income,loss of employment, and/or other qualifying condition). If customerassistance manager 50 determines customer 20 is not eligible for creditprotection, method 200 may proceed to step 206. Otherwise, if customer20 is eligible for credit protection, method 200 may proceed to step264.

At step 264, customer assistance manager 50 may display terms andconditions related to credit protection for customer 20, including alist of one of more credit protection programs from customer 20 mayselect to receive benefits. Customer 20 may assent to the creditprotection program terms and conditions by indicating agreement (e.g.,by clicking “Agree”) or may indicate that customer 20 does not agree(e.g., by clicking on “I don't agree”). In some embodiments, customer 20may also be given an option to defer agreement or non-agreement (e.g.,“Remind Me Later”). If such a deferment option is chosen, customerassistance manager 50 may be configured to remind customer 20 of theavailability of credit protection at a later date (e.g., subsequentlogon).

At step 266, customer assistance manager 50 may determine if customer 20has assented to the credit protection program terms and conditions. Ifcustomer 20 has assented to the terms and conditions, method 200 mayproceed to step 268. Otherwise, if customer 20 has not assented, method200 may proceed again to step 206.

At step 268, in response to assent by customer 20 to credit protectionprogram terms and conditions, customer assistance manager 50 mayredirect customer 20 to information on taking advantage of a selectedcredit protection program and customer 20 may be enrolled to receive thebenefits of such program. After completion of step 268, method 200 mayproceed to step 248.

Although FIGS. 2A-2D disclose a particular number of steps to be takenwith respect to method 200, method 200 may be executed with greater orlesser steps than those depicted in FIGS. 2A-2D. In addition, althoughFIGS. 2A-2D discloses a certain order of steps to be taken with respectto method 200, the steps comprising method 200 may be completed in anysuitable order. In addition, the steps comprising method 200 may berepeated, independently and/or collectively, as often as desired orrequired by a chosen implementation.

Method 200 may be implemented using system 10 or any other systemoperable to implement method 200. In certain embodiments, method 200 maybe implemented partially or fully in software and/or firmware embodiedin computer- readable media.

As used herein, the terms “willing” or “willingness” are used toindicate a customer desire and/or ability to pay a debt, while the terms“unwilling” and “unwillingness” are used to indicate a lack of customerdesire and/or lack of a customer ability to pay a debt.

Modifications, additions, or omissions may be made to system 10 withoutdeparting from the scope of the present disclosure. For example, when acomponent of system 10 determines information, the component maydetermine the information locally or may receive the information from aremote location. As another example, in the illustrated embodiment,customers 20 and customer assistance manager 50 are represented asdifferent components of system 10. However, the functions of customers20 and customer assistance manager 50 may be performed by any suitablecombination of one or more servers or other components at one or morelocations. In the embodiment where the various components are servers,the servers may be public or private servers, and each server may be avirtual or physical server. The server may include one or more serversat the same or at remote locations. Also, customer assistance manager 50may include any suitable component that functions as a server.Additionally, system 10 may include any number of customers 20 andcustomer assistance managers 50. Any suitable logic may perform thefunctions of system 10 and the components within system 10.

What is claimed is:
 1. An apparatus, comprising: a network interfaceconfigured receive data from and communicate data to a remote electronicdevice; and a processor coupled to the network interface, the processorconfigured to: receive, via a user interface at the remote electronicdevice and the network interface, credentials for identifying acustomer; display to the user interface a notification that the customerowes a past-due amount on at least one loan account; display to the userinterface a plurality of options regarding the account, the plurality ofoptions including an option to presently pay at least a portion of thepast-due amount, an option to make a promise to pay by a date certain inthe future, and an option indicating that the customer is unwilling tomake a payment on the account; and receive via the user interface andthe network interface, a selected option from the plurality of options.2. An apparatus according to claim 1, the processor further configuredto, if the selected option is the option to presently pay at least aportion of the past-due amount: display to the user interface anelectronic form for entry of information related to payment of at leasta portion of the past-due amount; receive via the user interface and thenetwork interface information related to the payment; and process thepayment in accordance with the received information related to thepayment.
 3. An apparatus according to claim 1, the processor furtherconfigured to, if the selected option is the option to make a promise topay by a date certain in the future: display to the user interface anelectronic form for entry of information related to payment of at leasta portion of the past-due amount by a date certain; receive via the userinterface and the network interface information related to the payment;and process the payment in accordance with the received informationrelated to the payment.
 4. An apparatus according to claim 3, theprocessor further configured to, if the selected option is the option tomake a promise to pay by a date certain in the future: display to theuser interface an electronic query regarding whether the customer iswilling to pay at least a portion of the past-due amount; receive viathe user interface and the network interface a response to the query;and display to the user interface the electronic form for entry ofinformation related to payment of at least a portion of the past-dueamount by a date certain in response to a customer indication that thecustomer is willing to pay at least a portion of the past-due amount. 5.An apparatus according to claim 4, the processor further configured to,in response to a customer indication that the customer is unwilling topay at least a portion of the past-due amount: determine, based on knowninformation regarding the customer, whether the customer is eligible fora payment program for an account with a past-due amount; and in responseto determining that the customer is eligible for the payment program:display to the user interface terms and conditions associated with apayment program agreement; and display to the user interface anelectronic form for entry of information related to payment inaccordance with the payment program agreement.
 6. An apparatus accordingto claim 5, wherein the payment program comprises one of reducedsettlement program and a fix payment program whereby terms andconditions of the account with the past-due amount are modified with areduction in an outstanding balance of the account.
 7. An apparatusaccording to claim 1, the processor further configured to, if theselected option is a customer indication that the customer is unwillingto pay at least a portion of the past-due amount: determine, based onknown information regarding the customer, whether the customer iseligible for a payment program for an account with a past-due amount;and in response to determining that the customer is eligible for thepayment program: display to the user interface terms and conditionsassociated with a payment program agreement; and display to the userinterface an electronic form for entry of information related to paymentin accordance with the payment program agreement.
 8. An apparatusaccording to claim 7, wherein the payment program comprises one ofreduced settlement program and a fix payment program whereby terms andconditions of the account with the past-due amount are modified with areduction in an outstanding balance of the account.
 9. An apparatusaccording to claim 7, the processor further configured to, in responseto determining that the customer is not eligible for a payment program:determine, based on known information regarding the customer, if thecustomer is eligible for credit counseling; and in response todetermining the client is responsible for credit counseling: display tothe user interface terms and conditions associated with creditcounseling; and display to the user interface graphical elements fromwhich the customer may manifest an assent or disagreement with the termsand conditions of the credit counseling.
 10. An apparatus according toclaim 7, the processor further configured to, in response to determiningthat the customer is not eligible for a payment program: determine,based on known information regarding the customer, if the customer iseligible for credit protection; and in response to determining theclient is responsible for credit protection: display to the userinterface terms and conditions associated with credit protection; anddisplay to the user interface graphical elements from which the customermay manifest an assent or disagreement with the terms and conditions ofthe credit protection.
 11. A non-transitory computer readable mediumcomprising logic, the logic configured, when executed on a processor,to: receive, via a user interface at a remote electronic device and anetwork interface, credentials for identifying a customer; display tothe user interface a notification that the customer owes a past-dueamount on at least one loan account; display to the user interface aplurality of options regarding the account, the plurality of optionsincluding an option to presently pay at least a portion of the past-dueamount, an option to make a promise to pay by a date certain in thefuture, and an option indicating that the customer is unwilling to makea payment on the account; and receive via the user interface and thenetwork interface, a selected option from the plurality of options. 12.A non-transitory computer readable medium according to claim 11, thelogic further configured to, if the selected option is the option topresently pay at least a portion of the past-due amount: display to theuser interface an electronic form for entry of information related topayment of at least a portion of the past-due amount; receive via theuser interface and the network interface information related to thepayment; and process the payment in accordance with the receivedinformation related to the payment.
 13. A non-transitory computerreadable medium according to claim 11, the logic further configured to,if the selected option is the option to make a promise to pay by a datecertain in the future: display to the user interface an electronic formfor entry of information related to payment of at least a portion of thepast-due amount by a date certain; receive via the user interface andthe network interface information related to the payment; and processthe payment in accordance with the received information related to thepayment.
 14. A non-transitory computer readable medium according toclaim 13, the logic further configured to, if the selected option is theoption to make a promise to pay by a date certain in the future: displayto the user interface an electronic query regarding whether the customeris willing to pay at least a portion of the past-due amount; receive viathe user interface and the network interface a response to the query;and display to the user interface the electronic form for entry ofinformation related to payment of at least a portion of the past-dueamount by a date certain in response to a customer indication that thecustomer is willing to pay at least a portion of the past-due amount.15. A non-transitory computer readable medium according to claim 14, thelogic further configured to, in response to a customer indication thatthe customer is unwilling to pay at least a portion of the past-dueamount: determine, based on known information regarding the customer,whether the customer is eligible for a payment program for an accountwith a past-due amount; and in response to determining that the customeris eligible for the payment program: display to the user interface termsand conditions associated with a payment program agreement; and displayto the user interface an electronic form for entry of informationrelated to payment in accordance with the payment program agreement. 16.A non-transitory computer readable medium according to claim 15, whereinthe payment program comprises one of reduced settlement program and afix payment program whereby terms and conditions of the account with thepast-due amount are modified with a reduction in an outstanding balanceof the account.
 17. A non-transitory computer readable medium accordingto claim 11, the logic further configured to, if the selected option isa customer indication that the customer is unwilling to pay at least aportion of the past-due amount: determine, based on known informationregarding the customer, whether the customer is eligible for a paymentprogram of an account with a past-due amount; and in response todetermining that the customer is eligible for the payment program:display to the user interface terms and conditions associated with apayment program agreement; and display to the user interface anelectronic form for entry of information related to payment inaccordance with the payment program agreement.
 18. A non-transitorycomputer readable medium according to claim 17, wherein the paymentprogram comprises one of reduced settlement program and a fix paymentprogram whereby terms and conditions of the account with the past-dueamount are modified with a reduction in an outstanding balance of theaccount.
 19. A non-transitory computer readable medium according toclaim 17, the logic further configured to, in response to determiningthat the customer is not eligible for a payment program: determine,based on known information regarding the customer, if the customer iseligible for credit counseling; and in response to determining theclient is responsible for credit counseling: display to the userinterface terms and conditions associated with credit counseling; anddisplay to the user interface graphical elements from which the customermay manifest an assent or disagreement with the terms and conditions ofthe credit counseling.
 20. A non-transitory computer readable mediumaccording to claim 17, the logic further configured to, in response todetermining that the customer is not eligible for a payment program:determine, based on known information regarding the customer, if thecustomer is eligible for credit protection; and in response todetermining the client is responsible for credit protection: display tothe user interface terms and conditions associated with creditprotection; and display to the user interface graphical elements fromwhich the customer may manifest an assent or disagreement with the termsand conditions of the credit protection.